Well ForrestGump you seem to know a lot more about this than I do.
All I will say is this, think twice before you blindly defend a company.
Okay, I’m getting the gist of the conversation that was had at least, does sound interesting …
Good news everyone! I have been informed by my reseller that a new motor is being dispatched to me next week. So if all goes well I should be up and running in time for the next season in iracing.
Thank you all for sorting this out 
.
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Everytime I read “Good news everyone!”, I hear professor Farnworth:s voice in my head. 
I sent a mail to Jed at SimtechRacing a couple of days ago, hoping to get to know when I will get my package. Not sure which queue I am in.
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Glad I’m not the only one!
Status update: we’re waiting for SC2 of one customer to arrive for inspection. Meanwhile we have investigated code & hardware thoroughly to speed up investigation and solution once the unit arrives. Our high priority goal is to solve this issue ASAP.
On the other news, we’re building new functionality in True Drive that makes remote support much more convenient. These are on roadmap for 1.0.8 and later versions.
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you possibly meant “on the roadmap for 1.0.11 and later” as we have already roadmap for 1.0.10 and 1.0.8 was released last week already… 
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I have emailed my reseller last week regarding sending him my unit but I am still awaiting a reply.
Yes, it is indeed your unit that we requested the reseller to get back to us. Its been 17 days (!) and nothing has happened? @MX170 can you handle this a bit faster?
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If this is “high priority” I’d suggest skipping the send back to reseller step and just have RedEye ship it direct to you guys at GD? Having to wait over two weeks is ridiculous.
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I have the original simucube box but not postage box. I was told that a replacement unit would be sent out to me last week so i asked if I could wait till that arrives to use the packaging to send the faulty unit back to my reseller. As he told me, the unit needs to be VERY CAREFULLY packaged as not to cause any damage whatsoever.
Indeed, this is what we also have discussed in here. For such support cases we might need to skip reseller to have solutions faster.
We are updating the process to make service smoother and faster. That’s one of the topics we’re currently working on.
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Yes I agree , ya know I understand going through reseller in regards to saving on shipping cost of large quantities is one thing but when anyone of us have an issue they should cut out the reseller/middleman and have us ship direct to GD for repair, it just makes more sense. Also if a reseller is taking this long it makes GD as a whole look bad and in turn should contact all resellers how to operate moving forward in order to do business in the future.
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While I do agree that the speed with which issues are resolved needs to be “improved”, I think it would be a mistake to cut the distributor out of the picture. If you are in the US it is exponentially more expensive to ship something the size and weight of an SC2 to Finland versus somewhere in the lower 48. The distributor is the best solution for collecting faulty parts and distributing parts fixes if they are ever required. It is just going through growing pains right now.
I don’t think anybody is suggesting cutting out the resellers, it’s just that for cases like this one it would be good to have the option open to the buyer to ship directly back to GD.
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Understood. But I think if you try to have Granite fill all of the roles, even in special cases, it becomes less efficient for everyone. Especially as the number of owners grows. If it was an “option” to send your car back to Audi rather than going through the dealer, it would bog everything down. Not that Audi couldn’t do a good job of remedying a problem, just that the infrastructure and process for manufacturing is different than for repair work. Just look how long people have been waiting for the product without the drain in manpower that would be necessary with a full on warranty department. Also, who is the arbiter of what a “special case” is. I don’t think there is anyone who would say their $$$ malfunctioning wheel is not a special case. It will ultimately be better for all SC2 users to have a solid distributor/reseller network.
Yeah, you raise good points. One thing that we would like to raise, is that we are not in contract with the end customers, and if a warranty return from country x (end user) to country y (reseller) goes without extra customs duties, the same is not always true in cases where the country x (user) ships unit to Finland (us) as the paperwork would not match.
Damn, I lost ffb on Iracing today. In the middle of the race suddenly wheel just lost power and few corners later force feedack came and then again lost. So I quit race. Room temperature is fine, both psu are connected. Motor is hot. I can’t find any fault notification on truedrive. Iracing force is 40/25 nm. And full force truedrive. And sc 2 pro.
OK, interesting. How hot is the motor then? Too hot to keep hand on, or just warm to touch? is the back plate hotter than the rest of the motor?
You can touch motor,it isn’t that hot. But now its cooled.